Job Description

Procore is looking for a CUSTOMER SUCCESS ADVISOR to provide frontline training and assistance to the Emerging Customer Success (eCSM) team. In this role you’ll coach CSMs across CS Best practices, entry level soft skills, product, industry, and tech/efficiency competencies. You’ll serve as a mentor and culture champion, setting a strong example for our team. To be a successful Customer Success Advisor, you’ll leverage your understanding of basic Procore Personas and Products, and  CSM SaaS and business metrics to drive performance.

This position will report to the Director, Customer Success (Emerging) with tight collaboration with CS Program Management and has the opportunity to be based in Carpinteria, CA, Austin, TX, New York, NY, or Remote. We’re looking for someone to join our team immediately.

WHAT YOU'LL DO:

• Ownership of new hire onboarding training and development of new team members post General Procore Onboarding

• Partnership with ROSE team on new hire onboarding, curriculum, enablement efforts, and handoff from Revenue Bootcamp

• Conduct weekly, documented product training, soft skill training, call coaching, shadowing live customer calls, and role-play sessions with an assigned team

• Participate in CSM talent search and be available for CSM interview panels as needed 

• Ownership of ongoing improvements to improve the Employee onboarding experience

• Partnership with Enablement regarding CS content and management of the content and material related to CS Process (Monday.com Boards, Onboarding Guru Cards in the CSM Space, Mindtickle, Matik, Chorus playlists, etc)

• Organize, alongside the CSM leadership team, ongoing training for the entire CSM team as it relates to process, product, industry, or CSM soft skills knowledge (Office Hours).

• Partner with the Planning and Revenue Operations team, alongside the CSM team, Outreach Manager Team,  and CSM Managers to forecast call coverage, time to productivity for HC planning, and monitor leading performance indicators such as call volume, time to productivity for new hire onboarding, and Customer Satisfaction Scores. 

• Answer team questions related to Procore’s product, industry and CS process; and act as liaison when leadership is not immediately available

• Partner with CS Leadership team around ongoing efforts with SME (“Subject Matter Expert” Assessments)

• Work diligently to understand our business functions and needs of the business

• Functional expert on all tools utilized by the CSM organization

WHAT WE’RE LOOKING FOR:

• 1 year in Current CS Role at Procore

• Proven track record of delivering results for the business

• Enthusiastic and creative leader with a passion for inspiring and motivating others

• Empathy for team members and passion for client experience, employee experience, revenue, and growth

• Analytical and process-oriented mindset with a desire for continuous learning and improvement

• Passion for helping others by identifying training and development opportunities for new hire onboarding that drive personal and career members towards peak performance

• Proven technical aptitude and proficiency with CRM tools and experience working in CS tools (Monday.com Boards, Onboarding Guru Cards in the CSM Space, Mindtickle, Matik, Chorus playlists, etc)

• Two Years SaaS Implementation or Customer Success Manager Experience

• SME badges or high level of Product + Industry Knowledge

• Construction industry experience a plus

Additional Information

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ABOUT US

Procore Technologies is building the software that builds the world. We provide cloud-based construction management software that helps clients more efficiently build skyscrapers, hospitals, retail centers, airports, housing complexes, and more. At Procore, we have worked hard to create and maintain a culture where you can own your work and are encouraged and given resources to try new ideas. Check us out onGlassdoor to see what others are saying about working at Procore. 

We are an equal opportunity employer and welcome builders of all backgrounds. We thrive in a diverse, dynamic, and inclusive environment. We do not tolerate discrimination against employees on the basis of age, color, disability, gender, gender identity or expression, marital status, national origin, political affiliation, race, religion, sexual orientation, veteran status, or any other classification protected by law.

PERKS & BENEFITS

You are a person with dreams, goals, and ambitions—both personally and professionally. That's why we believe in providing benefits that not only match our Procore values (Openness, Optimism, and Ownership) but enhance the lives of our team members. Here are just a few of our benefit offerings: generous paid vacation, employee stock purchase plan, enrichment and development programs, and friends and family events.